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Incoming Calls
As calls come into the calling group, the system hunts for an available group member in a circular or linear manner, or according to which member is most idle (see Hunt Type). If a group member is available, the call rings on an SA or ICOM button. If all group members are busy or otherwise unavailable, calls are held in a queue. As calling group members become available, the calls are distributed on a first-in, first-out basis.
When all calling group members are busy, inside callers who are transferred to the calling group hear a regular ringback and the call is sent to the calling group queue; outside callers hear a special ringback or Music-On-Hold if it is programmed for the system.
In addition, an announcement device can be assigned to the group to play a recorded announcement to each waiting caller, in the order that the calls arrive in the queue. The system manager can assign up to ten primary and one secondary announcement devices for each group and can specify the delay between announcements, as well as whether the second announcement repeats while a caller waits.
Activating the optional Prompt-Based Overflow setting (factory default is off) allows callers to dial # while listening to a delay announcement. Then the caller is directed to the queue for the overflow receiver. For example, this would allow callers to leave a message with a voice messaging system or with a QCC system operator, rather than waiting in the calling group queue.
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